Visa reason code 13.7
Visa 13.7: Cancelled Merchandise/Services
What the cardholder is claiming
The cardholder says they cancelled the order before delivery or the service before it was rendered.
The evidence that actually wins
Bank analysts skim responses in minutes against a checklist for this exact code. Lead with the strongest fact; never make them dig.
- ✓Your cancellation policy as accepted at purchase
- ✓Timestamps: when they cancelled vs when the order shipped or the service ran
- ✓Proof the goods were already in transit or the service already delivered at cancellation time
The honest read
Timestamps decide these. If your fulfillment beat their cancellation and your policy is explicit about the cutoff, you have a real case. If your policy was buried or ambiguous, expect the issuer to side with the cardholder.
Nobody can promise you a win; the cardholder's bank decides. What you control is submitting the strongest complete case your records support, on time. Our plain-language guarantees say exactly what that means.
Fighting a 13.7 right now?
Send us the dispute and a person builds the complete, submission-ready response: the narrative mapped to 13.7, your evidence compiled and ordered, and the field-by-field walkthrough. 24-hour rush available. If our review says yours isn't worth fighting, we tell you for free.